Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Try one of these Pages
Something has gone wrong and the page you're looking for may have moved.
Try searching the database
Related articles
Call Centre Abbreviations to Speed up Wrap Time
Here is a list of abbreviations that can be used for speed-typing notes into the customer system. It can be a great meth..
Read more...
3 Simple Ways to Speed Up After-Call Work
Risa Eldridge, Senior Director, Product Management, CallMiner, provides three ways contact centres can speed up after-ca..
Read more...
How to Support an Agent After an Angry Call
Helen Pettifer, a specialist in the fair treatment of vulnerable customers, explains how to give agents the added time a..
Read more...
What Is After Call Work (ACW) and How Can It Be Improved?
What is After Call Work? After Call Work or ACW for short, refers to the actions that a contact centre advisor completes..
Read more...
What is a Wrap-Up Code?
Also known as ‘disposition codes’ or ‘call codes’, wrap-up codes are a quick way to summarise im..
Read more...
What Is Wrap Time and How Can I Reduce It?
We define what is meant by wrap time in the contact centre, before sharing great ways to support your team to reduce it...
Read more...
7 Ways to Fine-Tune Your After-Call Work Strategy
What Is After-Call Work? After-call work (ACW) describes the actions an agent needs to take after interacting with a cus..
Read more...
10 Top Tips to Reduce Call Centre After Call Work (ACW) Time
Carolyn Blunt shares some ideas of how to reduce after call work. Wrap time, after-call work (ACW) and post-call process..
Read more...
What Is an After-Call Survey?
In this article, Jennifer Passini at NICE and Steven Owens at Odigo define after-call surveys and explain how they work...
Read more...
What Is Call Wrap-Up Time? 5 Ways to Reduce It in Your Contact Centre
Chandler Galt of Talkdesk defines what is meant by the term “wrap time” and suggests how you can lower it to..
Read more...
Topic- vs. Scenario-Based Learning in a Contact Centre
If you’ve ever started a new job, you’ve likely gone through some form of a training program. These programs vary in..
Read more...
What Is After-Call Work (ACW) or Post-Call Processing?
After-call work includes all tasks which require completion once your contact center’s agents’ phone conversatio..
Read more...
Reducing After-Call Work With Artificial Intelligence
After-Call Work (ACW) in the telephony sector refers to all the administrative tasks and additional activities that a ca..
Read more...
New GenAI Interaction Summary Reduces After-Call Work
Calabrio has announced the general availability of its new generative artificial intelligence (GenAI)-powered Interactio..
Read more...
Wrap Time Between Calls
Wrap Time Between Calls At the moment our call system relies on agents actually picking up the call that is waiting in t..
Read more...
Four Ways to Reduce Call Queue Times and After-Call Work
Rene van Popering at Contexta360 outlines four thought-provoking ways to reduce call queue times and after-call work. To..
Read more...
Evaluagent Becomes a Gold Partner of the Get Out of Wrap Podcast
EvaluAgent are delighted to announce that they are now a Gold Partner of Get out of Wrap, the popular podcast and Linked..
Read more...
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
How Did Remote Work Revitalize Collaborative CX?
5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?